Client Experience Executive

Audley Travel; Boston (MA); Hybrid; USD 53,000 - 56,000; Full time

Benefits offered by this job

Insurance-premiums coverage

PTO 20 days + anniversary raises

Public holidays

Volunteer day

Hybrid work model

Travel & Friends discounts

Job summary

Audley Travel in Boston, MA is seeking a Client Experience Executive to lead customer service and complaint handling, working to resolve issues with empathy and efficiency. You will support Sales teams and ensure compliance with company policies while guiding process improvements across the Client Experience function.

The role offers a hybrid work model with a minimum in-office presence, and opportunity to engage with a global luxury client base. Competitive pay and benefits are provided.

Qualifications

• Experience in delivering exceptional customer experiences and handling complaints.

Responsibilities

• Lead Customer Service & Complaints across the Client Experience team.
• Manage escalations for complex and director-level complaints.
• Support Sales Teams with complaint resolution.
• Ensure compliance with company policy and regulatory requirements.
• Monitor performance, response times, and KPI-driven improvements.
• Oversee compensation decisions and maintain client data accuracy.
• Develop and refine complaint handling processes.
• Oversee social and review channels for client feedback.
• Collaborate across teams on peak periods and continuous improvement.

Skills

Customer service

Complaint handling

Escalations

Coaching sales teams

Compliance

Data & KPI tracking

Communication

Job description

Join the Audley Travel team as a Client Experience Executive and help us create extraordinary travel experiences for our clients. If you’re passionate about travel, love delivering exceptional customer experiences, and enjoy turning challenges into moments that make a real difference, we’d love to hear from you.

Travel Shaped Around You: The Audley Way

We believe the best trips are those that reflect our client's unique way of seeing the world. For over 30 years, we've been crafting personalised journeys, allowing our clients to create a lifetime of unforgettable memories.

Role Highlights

• Lead Customer Service & Complaints: Oversee complaint handling across the Client Experience team, ensuring consistency, quality, and alignment with company standards
• Manage Escalations: Act as the key escalation point for complex and Director-level complaints, resolving issues efficiently and with empathy
• Support Sales Teams: Guide and coach sales teams on complaint resolution, promoting best practice across the business
• Ensure Compliance: Manage complaints in line with company policy and regulatory requirements, partnering with Legal and Operations where needed
• Monitor Performance & Insights: Track complaint volumes, response times, resolutions, and compensation against KPIs, identifying trends and improvements
• Oversee Compensation & Client Data: Ensure fair, consistent compensation decisions and maintain accurate client profiles
• Improve Processes & Best Practice: Develop and refine complaint handling processes and maintain a best practice resource hub
• Manage Feedback Channels: Oversee social and review platforms, partnering with Digital and Marketing to manage client feedback
• Collaborate Across Teams: Support Sales Managers during peak periods and contribute to wider team initiatives, events, and continuous improvement

It Would be Great If

• You’re confident handling challenging conversations, engaging empathetically with clients and influencing stakeholders to achieve positive, commercial outcomes
• You have experience and a strong understanding of customer service excellence and repeat business models
• You’re a clear, professional communicator with excellent written and verbal skills, able to engage a wide range of audiences and remain calm and solutions-focused under pressure
• You’re highly organised, detail-oriented, and able to prioritise effectively, managing multiple tasks in a fast-paced environment with a methodical approach
• You’re self-motivated, tenacious, and results-driven, with strong ownership, accountability, and the ability to work both independently and collaboratively
• You’re reliable, discreet, and professional when handling confidential information, with strong numerical skills and the ability to interpret performance data
• You’re adaptable and flexible to business needs, including peak periods, and are passionate about continuous improvement in service and process consistency

What’s In It For You

This role is located in our Boston, MA office in the North End

$53,000-56,000 (dependent on experience). Please note that this position is non-exempt and eligible for overtime, the weekly salary is between $1,019.23 ($25.48 per hour) - $1076.92 ($26.92 per hour)

90-100% coverage of insurance premiums

Generous PTO policy (20 days to start, with anniversary-tied increases)

10 paid holidays including your birthday off!

1 day off for volunteering to support a charity, local support group or community work of your choice

Flexible hybrid work options – we ask our employees to join us for a minimum of 3 days a week in the office

Exclusive travel opportunities and Friends & Family discounts

The Interview Process

Our interview process involves 2 main stages:

• One of our recruiters will review your application personally, and if successful we will invite you to complete a video submission using a platform called HireVue. This provides an opportunity for you to answer some questions to help us explore your application further.
• The last and final stage is an interview with our Head of Client Experience and Client Experience Manager from the hiring team.
• Outcome and final feedback. We also encourage you to provide us feedback, if you wish, to help us improve our recruitment process.

We welcome you to speak to our recruitment team at any point during your hiring process, if you have any specific questions before this please contact us on [e-mail].

We believe it’s our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment and encourage you to let us know if there's anything we can do to make your application process easier for you for any reason to help you shine!